We understand how frustrating it is when a payment is declined while trying to subscribe. Don't worry! We'll go over the most common reasons this happens and how to fix it.
A decline can be caused by several factors. Please follow these steps in order to ensure the process goes through correctly.
Step 1: Check the Basics (Your Card)
First, please make sure your card (whether credit or debit) has sufficient funds to cover the cost of the plan you wish to purchase. Sometimes, a decline is simply due to a low balance.
Step 2: Use the Correct Environment (Computer and Chrome)
This is the most important step to avoid errors. The purchase must be made exclusively on our website.
Use a COMPUTER: We strongly recommend processing the payment on a computer (PC or laptop), not on a mobile phone.
Why? The mobile web version sometimes fails to display all the payment forms correctly, which can cause an automatic error.
Use the GOOGLE CHROME Browser: Our site is optimized to work best with Google Chrome.
Step 3: The Payment Form (Real Data)
Once you are on the payment page (from your computer using Chrome), it is essential that you complete the information as follows:
Fill in ALL fields: You must fill out absolutely all the information requested (Name, Billing Address, Card Details). It is vital that you use real data that matches your bank's records.
The only field that is NOT mandatory is the one labeled "Promotional Code." All others must be completed.
Step 4: The 3D Secure Verification (MANDATORY Step!)
This is the final security step and is often the reason a payment fails if it's not completed.
After entering your card details, a window will open or you will receive a notification from YOUR OWN BANK to verify that it's you.
This verification (called "3D Secure") varies depending on your bank, but it is usually:
A code sent via SMS to your cell phone.
A notification in your bank's App that you must approve.
A special PIN or an email.
You must complete this confirmation for the payment to be approved. If you close that window or do not enter the code, the payment will be declined.
What do I do if it still fails?
If you have followed ALL the steps above (you have funds, you are on a computer, using Chrome, filled in all fields, and completed the 3D Secure step) and it still fails, please do the following:
Try another card: If you have another payment method, try the process again with that card.
Take a Screenshot: If the error persists, take a photo or a full-screen screenshot that clearly shows the error message the page is giving you.
Contact Us: Now, with that screenshot ready, contact our support center explaining that you have already followed this entire guide.
With the screenshot of the error, our team will be able to diagnose what is happening and assist you better.